公开(公告)号：US07457404B1

公开(公告)日：2008-11-25

申请号：US10741518

申请日：2003-12-19

申请人： Patrick Hession ,  Tony McCormack ,  James Hickey

发明人： Patrick Hession ,  Tony McCormack ,  James Hickey

IPC分类号： H04M3/523 ,  H04M1/64

CPC分类号： H04M3/5175 ,  G10L15/1815 ,  G10L15/26 ,  G10L2015/088 ,  H04M2201/14 ,  H04M2201/40

摘要： A method of monitoring a communications session between an agent of a contact centre and a user of that contact centre involves analysing data from the session to locate a pattern of data indicative of a situation requiring intervention in the communications session, such as a prolonged silence, shouting, or one or more words and phrases from a stored list. The analysis can also look for a pattern of data indicative of a situation in which the agent might benefit from additional information available to the contact centre (such as a help facility or access to information regarding the user). On recognising such a pattern of data, an alert is issued to a system of the contact centre, in order to notify a human supervisor or an automated system to intervene in the communications session or to provide the agent with additional information.

摘要翻译： 监视联络中心的代理和该联络中心的用户之间的通信会话的方法涉及分析来自会话的数据以定位指示在通信会话中需要干预的情况的数据模式，例如长时间的沉默， 从存储的列表中呼叫或者一个或多个单词和短语。 分析还可以查找指示代理可能受益于联络中心可用的附加信息（例如帮助设施或访问关于用户的信息）的情况的数据模式。 在识别这样的数据模式时，向联络中心的系统发出警报，以通知人类主管或自动系统干预通信会话或向代理人提供附加信息。

公开(公告)号：US09024993B2

公开(公告)日：2015-05-05

申请号：US13337769

申请日：2011-12-27

申请人： Patrick Hession ,  Tony McCormack ,  John Costello ,  Frank McGuire

发明人： Patrick Hession ,  Tony McCormack ,  John Costello ,  Frank McGuire

IPC分类号： H04N7/14 ,  H04L12/18

CPC分类号： H04L12/1822 ,  H04L12/18

摘要： A participant managing system which identifies potential invitees to a conference. A storage means maintains storing records of associations of persons at least one or more key words. During the preparation of the conference the system responds to the user's input of key words by identifying persons. The user is not obliged to make any selection of persons, only a selection of subjects by key words.

摘要翻译： 参与者管理系统，用于识别会议的潜在受邀者。 存储装置维护存储人员关联的记录至少一个或多个关键词。 在会议准备期间，系统通过识别人员来响应用户对关键词的输入。 用户没有义务通过关键词对人物进行选择，只能选择主题。

公开(公告)号：US20090210524A1

公开(公告)日：2009-08-20

申请号：US12417334

申请日：2009-04-02

申请人： Tony McCormack ,  Paul D'Arcy ,  Patrick Hession

发明人： Tony McCormack ,  Paul D'Arcy ,  Patrick Hession

IPC分类号： G06F15/16

CPC分类号： H04L29/12594 ,  H04L29/06027 ,  H04L29/12009 ,  H04L29/12047 ,  H04L61/15 ,  H04L61/307 ,  H04L65/1006 ,  H04L65/1069 ,  H04L65/4007 ,  H04L67/02 ,  H04L67/2814 ,  H04L67/2842 ,  H04M3/51 ,  H04M7/006

摘要： A method of providing access to a network of contact centres comprises providing contact links on one or more web pages which when activated initiate contacts to the contact centres. The network addresses associated with the links and to which the contacts are automatically directed are dynamically specified in the web pages and are obtained from a database. The database is dynamically updated in response to statistical updates received periodically or continually from the individual contact centres. In this way the contacts can be directed in advance to the most appropriate destination without having to evaluate each contact as it enters the contact centre network, thereby reducing processing time and delays. Alternatively one or more remote session initiation protocol (SIP) proxy servers can be updated periodically with network addresses from the database, whereby SIP requests are directed by the proxy server to the contact centre or agent most suitable to handle the contact, as determined in advance of the request from the statistical information.

摘要翻译： 提供对联络中心网络的访问的方法包括在一个或多个网页上提供联系人链接，该网页在被激活时启动与联络中心的联系。 与链接相关联并且联系人自动引导的网络地址在网页中动态地指定并且从数据库获得。 响应于从各个联络中心周期性地或不断地接收的统计更新来动态更新数据库。 以这种方式，可以将联系人预先定向到最适合的目的地，而不必在进入联络中心网络时评估每个联系人，从而减少处理时间和延迟。 或者，可以使用来自数据库的网络地址周期性地更新一个或多个远程会话发起协议（SIP）代理服务器，由SIP代理服务器将SIP请求定向到最适合于处理联系人的联络中心或代理，如预先确定 来自统计信息的请求。

公开(公告)号：US07403607B2

公开(公告)日：2008-07-22

申请号：US10743971

申请日：2003-12-23

申请人： Patrick Hession ,  Andrew Prokop ,  Tony McCormack

发明人： Patrick Hession ,  Andrew Prokop ,  Tony McCormack

IPC分类号： H04M3/00

CPC分类号： H04L12/66

摘要： Many types of contact center are arranged such that communications between contact center agents and customers or other end users are contingent upon, or dependent upon, successful operation of the contact center itself. However, if the contact center is not working for any reason, contacts cannot be directed between agents and end users. This is addressed by directing contacts between an end user and contact center agents, without the need for operation of the contact center itself. In order to achieve this a plurality of associations between contact center agent addresses and the contact center address are made, stored and prioritised at a communications network node.

摘要翻译： 安排多种类型的联络中心，使得联络中心代理和客户或其他最终用户之间的通信取决于或取决于联络中心本身的成功操作。 但是，如果联络中心出于任何原因不工作，则不能在代理和最终用户之间指导联系人。 这通过在最终用户和联络中心代理之间引导联系来解决，而不需要联络中心本身的操作。 为了实现这一点，在通信网络节点处制作，存储和优先化联络中心代理地址和联络中心地址之间的多个关联。

公开(公告)号：US08934477B2

公开(公告)日：2015-01-13

申请号：US12417334

申请日：2009-04-02

申请人： Tony McCormack ,  Paul D'Arcy ,  Patrick Hession

发明人： Tony McCormack ,  Paul D'Arcy ,  Patrick Hession

IPC分类号： H04L12/66 ,  H04L29/06 ,  H04L29/12 ,  H04L29/08 ,  H04M3/51 ,  H04M7/00

CPC分类号： H04L29/12594 ,  H04L29/06027 ,  H04L29/12009 ,  H04L29/12047 ,  H04L61/15 ,  H04L61/307 ,  H04L65/1006 ,  H04L65/1069 ,  H04L65/4007 ,  H04L67/02 ,  H04L67/2814 ,  H04L67/2842 ,  H04M3/51 ,  H04M7/006

摘要： A method of providing access to a network of contact centers comprises providing contact links on one or more web pages which when activated initiate contacts to the contact centers. The network addresses associated with the links and to which the contacts are automatically directed are dynamically specified in the web pages and are obtained from a database. The database is dynamically updated in response to statistical updates received periodically or continually from the individual contact centers. In this way the contacts can be directed in advance to the most appropriate destination without having to evaluate each contact as it enters the contact center network, thereby reducing processing time and delays. Alternatively one or more remote session initiation protocol (SIP) proxy servers can be updated periodically with network addresses from the database, whereby SIP requests are directed by the proxy server to the contact center or agent most suitable to handle the contact, as determined in advance of the request from the statistical information.

摘要翻译： 提供对联络中心网络的访问的方法包括在一个或多个网页上提供联系人链接，该网页在被激活时启动与联络中心的联系。 与链接相关联并且联系人自动引导的网络地址在网页中动态地指定并且从数据库获得。 响应于从各个联络中心周期性地或不断地接收的统计更新来动态更新数据库。 以这种方式，可以将联系人预先定向到最适合的目的地，而不必在进入联络中心网络时评估每个联系人，从而减少处理时间和延迟。 或者，可以使用来自数据库的网络地址周期性地更新一个或多个远程会话发起协议（SIP）代理服务器，由SIP代理服务器将SIP请求定向到最适合于处理联系人的联络中心或代理，如预先确定 来自统计信息的请求。

公开(公告)号：US08121269B1

公开(公告)日：2012-02-21

申请号：US11395110

申请日：2006-03-31

申请人： Patrick Hession ,  Tony McCormack ,  John Costello ,  Frank McGuire

发明人： Patrick Hession ,  Tony McCormack ,  John Costello ,  Frank McGuire

IPC分类号： H04M11/00

CPC分类号： H04L12/1822 ,  H04L12/18

摘要： A participant managing system which identifies potential invitees to a conference. A storage means maintains storing records of associations of persons at least to one or more keywords. During the preparation of the conference the system responds to the user's input of key words by identifying persons. The user is not obliged to make any selection of persons, only a selection of subjects by key words.

摘要翻译： 参与者管理系统，用于识别会议的潜在受邀者。 存储装置保持至少存储一个或多个关键字的个人关联记录。 在会议准备期间，系统通过识别人员来响应用户对关键词的输入。 用户没有义务通过关键词对人物进行选择，只能选择主题。

公开(公告)号：US07912209B1

公开(公告)日：2011-03-22

申请号：US11313369

申请日：2005-12-21

申请人： Tony McCormack ,  Neil O'Connor ,  Patrick Hession ,  Owen Friel

发明人： Tony McCormack ,  Neil O'Connor ,  Patrick Hession ,  Owen Friel

IPC分类号： H04M3/00

CPC分类号： H04M3/5175 ,  G06Q10/10

摘要： Statistics relating to the operation of physical, logical and software components of a contact center are generated by or on behalf of the components themselves rather than by a statistics engine based on event notifications from the components. In this way, the locally generated statistical information can be communicated as part of presence information for such components. By subscribing to a presence service for presence information for the components of interest, a statistics service can collect the locally produced statistics coming from each component. This provides a less centralised, more dynamic and adaptable way of managing statistical information in a contact center and provides in addition alternative methods of generating alarms and alerts.

摘要翻译： 与联络中心的物理，逻辑和软件组件的操作相关的统计信息由组件本身或代表组件本身而不是基于来自组件的事件通知的统计引擎生成。 以这种方式，可以将本地生成的统计信息作为这些组件的存在信息的一部分进行传送。 通过为感兴趣的组件的存在信息订阅呈现服务，统计服务可以收集来自每个组件的本地产生的统计信息。 这提供了一种较少集中的，更动态的和适应性更强的管理联络中心统计信息的方式，并提供了生成报警和警报的其他方法。

公开(公告)号：US20080123839A1

公开(公告)日：2008-05-29

申请号：US11563284

申请日：2006-11-27

申请人： Tony McCormack ,  Neil O'Connor ,  Arik Elberse ,  Patrick Hession

发明人： Tony McCormack ,  Neil O'Connor ,  Arik Elberse ,  Patrick Hession

IPC分类号： H04M3/00

CPC分类号： H04M3/523 ,  H04M3/5237 ,  H04M7/0063

摘要： A peer to peer contact center is provided by individual user terminals registering with a server which acts as a proxy to receive contacts from callers to the contact center. The server redirects the calls to individual terminals according to simple rules without subjecting the calls to any contact center treatment. The individual terminal receiving a call subjects the call to a contact center treatment while holding the call, and then determines from among the registered terminals the most suitable terminal for handling the call. The call is then transferred to the selected terminal. In this way the complex infrastructure of traditional contact centers is dispensed with and each individual terminal acts as a mini contact centre in respect of the calls distributed to it in a dumb or semi-dumb fashion by the server.

摘要翻译： 对等联系人中心由个人用户终端提供，该服务器充当代理服务器，以接收来自呼叫者的联络中心。 服务器根据简单的规则将呼叫重定向到各个终端，而不会对呼叫进行任何联络中心的处理。 接收呼叫的个体终端在保持呼叫时对呼叫进行呼叫中心处理，然后从注册终端中确定用于处理呼叫的最合适的终端。 然后将呼叫转移到所选终端。 以这种方式，传统联络中心的复杂基础设施被省去，并且每个单独的终端充当关于由服务器以哑或半哑的方式分配给它的呼叫的小型联络中心。

公开(公告)号：US20120158848A1

公开(公告)日：2012-06-21

申请号：US13337769

申请日：2011-12-27

申请人： Patrick Hession ,  Tony McCormack ,  John Costello ,  Frank McGuire

发明人： Patrick Hession ,  Tony McCormack ,  John Costello ,  Frank McGuire

IPC分类号： G06F15/16

CPC分类号： H04L12/1822 ,  H04L12/18

摘要： A participant managing system which identifies potential invitees to a conference. A storage means maintains storing records of associations of persons at least one or more key words. During the preparation of the conference the system responds to the user's input of key words by identifying persons. The user is not obliged to make any selection of persons, only a selection of subjects by key words.

摘要翻译： 参与者管理系统，用于识别会议的潜在受邀者。 存储装置维护存储人员关联的记录至少一个或多个关键词。 在会议准备期间，系统通过识别人员来响应用户对关键词的输入。 用户没有义务通过关键词对人物进行选择，只能选择主题。

公开(公告)号：US07769161B1

公开(公告)日：2010-08-03

申请号：US10738489

申请日：2003-12-17

申请人： Patrick Hession ,  Tony McCormack ,  Arik Elberse

发明人： Patrick Hession ,  Tony McCormack ,  Arik Elberse

IPC分类号： H04M3/00 ,  G06F15/16 ,  G06Q10/00

CPC分类号： H04M3/51 ,  G06Q10/06 ,  H04M3/4234

摘要： One problem faced by contact center providers is how to most effectively balance limited contact center resources against the need to provide good customer service. The present invention addresses this problem by enabling a contact center to use external resources such as freelance contact center agents and media servers. This is achieved in such a way that those external resources are controlled by the contact center and their use is effectively transparent to end users of the contact center.

摘要翻译： 联络中心提供商面临的一个问题是如何最有效地平衡有限的联络中心资源与提供良好的客户服务的需求。 本发明通过使联络中心能够使用诸如自由联络中心代理和媒体服务器之类的外部资源来解决这个问题。 这是通过这样的方式实现的，即这些外部资源由联络中心控制，其使用对联络中心的最终用户是有效透明的。